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Du Y, Yin J, Zhang Y. How innovativeness and institution affect ISO 9000 adoption and its effectiveness: evidence from small and medium enterprises in China. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2015. [DOI: 10.1080/14783363.2015.1075874] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/23/2022]
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Nabavi V, Azizi M, Faezipour M. Implementation of quality management system based on ISO9001:2008 and its effects on customer satisfaction case study. INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT 2014. [DOI: 10.1108/ijqrm-04-2013-0064] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.6] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
– The purpose of this paper is to discuss the effect of the ISO 9001 quality management system on customer satisfaction and show an application of an analytic hierarchy process (AHP)-based method for measuring the customer satisfaction index (CSI). This will be useful to anyone who wants to have an ISO 9001 quality management system in his or her organization.
Design/methodology/approach
– This paper describes an ISO 9001 quality management implementation process based on ISO 9001 requirements, and uses the AHP method for weighting effective criteria on customer satisfaction. All data were obtained via questionnaires and assessed with EXPERT CHOICE 11 software.
Findings
– According to the results of the weighting, the factors influencing the satisfaction of a kitchen worktops customer, price and sales terms of this product has a significant impact on customer satisfaction and, in competitive conditions, this criterion has a determining role in the creation of utility for customers. ISO 9001 quality management system has been able to increase the CSI within an 11-month period of study.
Originality/value
– This paper is the first to use the AHP method with a new approach in a case study, offering a complete, comprehensive method for assessing customer implications.
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Using project performance to measure effectiveness of quality management system maintenance and practices in construction industry. ScientificWorldJournal 2014; 2014:591361. [PMID: 24701182 PMCID: PMC3950655 DOI: 10.1155/2014/591361] [Citation(s) in RCA: 11] [Impact Index Per Article: 1.1] [Reference Citation Analysis] [Abstract] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 12/12/2013] [Accepted: 01/15/2014] [Indexed: 11/18/2022] Open
Abstract
This paper proposed seven existing and new performance indicators to measure the effectiveness of quality management system (QMS) maintenance and practices in construction industry. This research is carried out with a questionnaire based on QMS variables which are extracted from literature review and project performance indicators which are established from project management's theory. Data collected was analyzed using correlation and regression analysis. The findings indicate that client satisfaction and time variance have positive and significant relationship with QMS while other project performance indicators do not show significant results. Further studies can use the same project performance indicators to study the effectiveness of QMS in different sampling area to improve the generalizability of the findings.
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Abstract
PurposeThe purpose of this paper is to present findings of a survey conducted during 2010 in the Icelandic organizations that held certification according to the ISO 9001:2008 quality management standard.Design/methodology/approachThe organizations were questioned about problems in obtaining and maintaining certification, what motivated the quest and which were the benefits. Information on the software used and the cost and the time it took to obtain certification was also sought. A questionnaire was sent to those in charge of the quality management programme in the organizations. The questionnaire contained both open‐ended and closed questions. A comparison was made to a previous Icelandic survey from 2001.FindingsThe results show that necessary improvements were needed regarding information and records management (IRM). The reasons for obtaining certifications were mainly demands from customers, a way to introduce more disciplined work procedures and transparency, and to gain a better overview in management. The main benefits from receiving the certification were regarded to be improved management and improvement in meeting demands from customers and public authorities as well as improved IRM, more disciplined work procedures and increased traceability. Organizations involved in an international business believed the certification was a great benefit. Obtaining certification took on average two years and five months. The cost amounted to about £65,500.Research limitations/ implicationsAlthough the survey is limited to Iceland, this knowledge may also be of value to researchers, records managers and managers in other countries. The survey can lay the foundation for further research into the field.Practical implicationsThe results could be of value to organizations that want to implement or re‐implement a certified quality management system. They define various factors that can support a better and a more reliable implementation of quality management systems. The results show that certified quality systems bring varied and valuable opportunities to the profession of records managers.Originality/valueThe survey adds valuable information and fulfils a need for a better understanding of the status of ISO 9001 in Iceland.
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The effect of the ISO 9001 quality management system on the performance of SMEs. INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT 2012. [DOI: 10.1108/02656711211258517] [Citation(s) in RCA: 76] [Impact Index Per Article: 6.3] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Din S, Abd-Hamid Z, Bryde DJ. ISO 9000 certification and construction project performance: The Malaysian experience. INTERNATIONAL JOURNAL OF PROJECT MANAGEMENT 2011. [DOI: 10.1016/j.ijproman.2010.11.001] [Citation(s) in RCA: 23] [Impact Index Per Article: 1.8] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
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Al‐Rawahi AM, Bashir HA. On the implementation of ISO 9001:2000: a comparative investigation. TQM JOURNAL 2011. [DOI: 10.1108/17542731111175275] [Citation(s) in RCA: 14] [Impact Index Per Article: 1.1] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Yasin M, Augusto M, Lisboa J, Miller P. Assessing the competitive effectiveness of hospitals: The role of quality improvement initiatives. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2011. [DOI: 10.1080/14783363.2010.545552] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
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Franceschini F, Galetto M, Maisano D, Mastrogiacomo L. Clustering of European countries based on ISO 9000 certification diffusion. INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT 2010. [DOI: 10.1108/02656711011043535] [Citation(s) in RCA: 42] [Impact Index Per Article: 3.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Kim DY, Kumar V, Kumar U. A framework of intellectual capital management based on ISO 9001 quality management system: The case study of ISO 9001 certified public R&D institute. KNOWLEDGE AND PROCESS MANAGEMENT 2009. [DOI: 10.1002/kpm.333] [Citation(s) in RCA: 9] [Impact Index Per Article: 0.6] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/11/2022]
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Lau AW, Tang S. A survey on the advancement of QA (quality assurance) to TQM (total quality management) for construction contractors in Hong Kong. INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT 2009. [DOI: 10.1108/02656710910956166] [Citation(s) in RCA: 18] [Impact Index Per Article: 1.2] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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ISO 9001:2000 in the Egyptian manufacturing sector: perceptions and perspectives. INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT 2008. [DOI: 10.1108/02656710810846934] [Citation(s) in RCA: 55] [Impact Index Per Article: 3.4] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Boiral O, Roy M. ISO 9000: integration rationales and organizational impacts. INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT 2007. [DOI: 10.1108/01443570710720630] [Citation(s) in RCA: 106] [Impact Index Per Article: 6.2] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Karim K, Marosszeky M, Kumaraswamy M. Organizational effectiveness model for quality management systems in the Australian construction industry. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2007. [DOI: 10.1080/14783360500077617] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.4] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/25/2022]
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Mezher T, Ajam M, Shehab M. The historical impact of ISO 9000 on Lebanese firms. QUALITY ASSURANCE (SAN DIEGO, CALIF.) 2005; 11:25-42. [PMID: 16044561 DOI: 10.1080/10529410590924630] [Citation(s) in RCA: 4] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Abstract] [MESH Headings] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
Abstract
The objective of this paper is to assess the impact of the new ISO 9001:2000 standard on the Quality Management Systems (QMS) of Lebanese firms that were already certified under ISO 9000:1994. To get an accurate feedback of stakeholders in a firm, three different questionnaires were developed and distributed to management, employees, and customers respectively. Empirical results indicate that ISO 9001:2000 has improved the QMS performance of Lebanese firms over that of the 1994 edition. Nevertheless, results showed that the new standard still has some weaknesses when it comes to improving suppliers' relationships and empowering employees.
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Affiliation(s)
- Toufic Mezher
- American University of Beirut, Engineering Management Program, Faculty of Engineering and Architecture, Beirut, Lebanon.
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Yasin MM, Alavi J, Kunt M, Zimmerer TW. TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness. ACTA ACUST UNITED AC 2004. [DOI: 10.1108/09604520410557985] [Citation(s) in RCA: 32] [Impact Index Per Article: 1.6] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Yasin M, Correia E, Lisboa J. The profitability of customer‐targeted quality improvement efforts: an empirical examination. ACTA ACUST UNITED AC 2004. [DOI: 10.1108/09544780410511470] [Citation(s) in RCA: 12] [Impact Index Per Article: 0.6] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Love PE, Irani Z, Edwards DJ. Learning to Reduce Rework in Projects: Analysis of Firm's Organizational Learning and Quality Practices. PROJECT MANAGEMENT JOURNAL 2003. [DOI: 10.1177/875697280303400303] [Citation(s) in RCA: 50] [Impact Index Per Article: 2.4] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/16/2022]
Abstract
While it is widely recognized that additional costs due to rework can have an adverse effect on firm and project performance, there has been limited empirical research investigating the influencing factors. The research presented in this paper determines if a firm's quality and learning practices influence the level of rework costs incurred in construction projects. Using a questionnaire survey, data was obtained from 161 Australian construction firms about the quality and learning practices employed by companies when delivering construction projects. The data analysis revealed that a firm's quality and learning practices did not significantly influence rework costs in projects. However, factors such as project reviews and external benchmarking were significantly correlated with project schedule growth. The size of the firm was identified as a factor that influenced the extent to which learning practices were implemented. The findings from the firms sampled indicate a low to moderate learning capability, which therefore can hinder their ability to implement best practice and work toward the reduction of rework in projects.
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Affiliation(s)
- Peter E.D. Love
- We-B Centre, School of Management Information Systems, Edith Cowan University, Churchlands, Perth WA 6018 Australia
| | - Zahir Irani
- Department of Information Systems and Computing, Information Systems Evaluation and Integration Network Group, Brunel University, Uxbridge, Middlesex UB8 3PH United Kingdom
| | - David J. Edwards
- Off-highway Plant and Equipment Research Centre (OPERC), Department of Civil and Building Engineering, Loughborough University, Loughborough, Leicestershire LE11 3TU United Kingdom
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Gunnlaugsdóttir J. The quality must be on record: a survey of organisations having an ISO 9000 certification in Iceland. RECORDS MANAGEMENT JOURNAL 2002. [DOI: 10.1108/09565690210442908] [Citation(s) in RCA: 9] [Impact Index Per Article: 0.4] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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